V2 Rubric Detail — 5402a274-7714-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 19:21
Duration
6m 6s
Contact
508-944-5327
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp2.14/5
Overall31.0% (-25.0)

V2 Grader Summary

The agent failed to resolve the issue, provided an invalid support URL, and offered no ownership or empathy. Despite identifying basic steps, the use of incorrect information and lack of follow-through left the customer without a viable path forward. This constitutes a full failure under the rubric due to critical inaccuracy.

V1 Case Analysis

MR7500 lost internet after reset. Agent incorrectly stated model is end-of-support, provided invalid URL (support.velocity.sm), and failed to verify setup or connectivity. Issue unresolved.

Troubleshooting Steps
  • Advised power-cycle of modem and router (despite customer having no modem).
  • Suggested connecting a computer directly to the wall outlet to test internet.
  • Directed customer to invalid setup guide URL (support.velocity.sm).
Key Observations
  • Agent provided an invalid support URL (support.velocity.sm) — a clear hallucination.
  • Agent incorrectly claimed the MR7500 is on an end-of-support list without verification.
  • Agent failed to confirm the router's LED status or guide the customer through the setup wizard.
  • Agent gave incorrect advice about modem/router power cycle despite customer having no modem.
  • Model number was not confirmed visually; agent assumed MR7500 based on serial number guess.
Positive Highlights
  • Agent acknowledged the reset and explained that setup is required afterward.
  • Agent maintained a polite and calm tone throughout the call.
Agent Errors / Gaps
  • Provided invalid support URL 'support.velocity.sm' — not a Linksys domain.
  • Incorrectly stated the MR7500 is end-of-support without verifying warranty or support eligibility.
  • Did not confirm the exact model number before giving instructions.
  • Gave incorrect power-cycle instructions by assuming a modem exists when customer stated there is none.
  • Failed to verify whether the router completed setup or restored internet connectivity.
  • Did not walk the customer through the setup wizard or check for solid blue LED status.
  • Repeated generic troubleshooting without adapting to customer's actual setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the router was back online or that setup was completed; only directed customer to a website without verification.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested power cycle sequence and hard-wired test but did not probe LEDs, ISP status, or walk through setup step-by-step; relied on self-help before investigation complete.
R3 Not Met Correct resolution path conf 90%
Agent cited 'end of support' as reason to stop helping and directed to self-service without providing best-effort troubleshooting or explaining limits; OOW standard not met.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet) and asked about power cycling but omitted key diagnostic questions (LED status, WAN link, modem status).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, admin UI, speed test) despite checking router status page being appropriate for diagnosing connectivity loss post-reset.
T3 Not Met No misinformation conf 95%
Agent provided incorrect URL: 'support.velocity.sm' is not a valid Linksys domain; correct KB site is support.linksys.com — this materially derails customer self-service.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but did not set clear expectations, summarize next steps, or manage call flow explicitly; call ended abruptly after website referral.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, and kept a courteous tone throughout; adapted to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; no follow-up commitment made and call ended after generic hand-off to website without ensuring success.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next-step guidance (visit website, perform boot-up) but provided no timeline or follow-up promise.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue was within L1 scope (setup after reset).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never expressed empathy or acknowledged customer's frustration about router stopping working; entirely transactional.
X2 Met Tone & rapport conf 95%
Agent maintained polite, neutral tone and responded directly to customer's statements; matched pace and style.
X3 Partially Met Overall experience conf 85%
Agent directed customer to self-service website rather than handling setup steps internally, creating unnecessary effort for customer.
Call Transcript12 turns · 12 lines
Speaker 1
Well. I just I had a problem with my Linksys router.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is May. How can I help you? thank you.
00:00
Speaker 1
I had to end up doing a reset because it just would it would not come in function and so now I just have to set it up again after the reset here's serial number is one eight L two zero S zero A seven zero four six nine one yes
01:00
Speaker 2
If you successfully reset the Linksys device, the default Wi-Fi name will be broadcasting, so no need to press any buttons after since your router is already on setup mode. Can I have the serial number? Is it one 8 lima two zero Sam zero alpha seven zero four six nine one? Okay.
01:00
Speaker 1
starts again it stopped allowing anybody yeah it basically didn't function yeah no it just this morning it stopped allowing anybody yeah it basically didn't function yeah no it just this morning it stopped allowing anybody
02:00
Speaker 2
one second, let me check it here on my and you're calling for a 7500, is that the model number you can see? Um, unfortunately that a model number of your router is part of our end of support list products. due to its um hardware, and its wireless standards, no longer updated when it comes to the technology right now. But it doesn't mean that this router uh will stop to work. It it can I mean it can still be fixed. It's just that when it comes to support, it's no longer um eligible since it's part of our end of support list. Your problem was about uh the connection, right? It's not getting online anymore.
02:00
Speaker 1
w No, I think the thing that I. I, I. The thing that I did was to unplug the uh, Linksys. And um, and plug it back in. So I powered down the, the router and then powered it back up again. I didn't do anything with the modem.
03:00
Speaker 2
Did you do a proper boot up sequence, like unplugging both modem and Router at the same time after a minute turning on the modem first and wait for it to boot up before you turn on Linksys? Usually that's the most effective way when in case you need to include the modem. Let's just assume that the internet is working on the modem side, it needs to be triggered to our Linksys Router. So both must be unplugged for a minute and you need to turn on first the modem. Once it's already boot up, you can turn on Linksys. So aside from that troubleshooting just in case it's still offline after, what you can try to do is to reset and reconfigure the router. If ever is still off
03:00
Speaker 1
Yeah Oh, I don't have we don't have I don't seem to have a modem It looks like it's plug directly into the uh the Yeah It's it's connected directly to the wall
04:00
Speaker 2
If you have a computer that can be hardwired, you can connect your computer directly from that wall just to confirm if that's still giving internet. Because for our older series like this one, once the modem is already working fine, it should work as well. Not unless if the router was reset. If you ended up resetting this router, you need to set it up in order for it to gain internet. And for the setup procedure, we have our website for that one, support.velocity.sm. It will walk you through how to set up the product. We have AI there on the website.
04:00
Speaker 1
Okay. All right. Okay. so, it has how to set up the cross EA 7500. Okay. Okay. Okay. Thank you. Okay. Bye.
05:00
Speaker 2
our website, okay? do you set it up? yeah, you have to, because you mentioned you restate it. so it's normal, it will really lose its internet, but once it's set up, by the way, you can set it up with or without internet. once you're done setting up the device, you should be able to go online. if not, then do the proper boot up sequence, okay? You can either... yeah, we have articles there. And we also have our chatbot under support tab, lower right side. you will see our little bot there. okay, thank you again for calling. bye bye for now. Welcome. Bye bye. Bye.
05:00